Q. Return and Exchange (Online & Store Purchase)

You are welcome to do an exchange for the product purchased at the store or online. Exchange can only be done by come to UNIQLO Indonesia store directly. While for the refund of online purchases can only be done by sending the product to our warehouse. Please click below for more information:
📜 Return & Exchange Policy Below is our policy for exchange/return:
  1. Product can be exchanged/returned within 30 days since the date of purchase.
  2. Product condition is required to be in its original condition, not used, not washed and has its original price tag.
  3. Must include store purchase receipt / invoice of online order for exchange/return.
  4. Due to hygienic purposes, Socks, innerwear, camisole, baby products, room shoes and accessories can’t be exchanged/refunded (except Bra Tops and shoes that are not packaged may be exchanged/refunded).
  5. Product can be exchanged with the same or higher price (with paying the price difference) and with the product stock that is available at the store.
  6. This policy only valid for every purchase and exchange/return in Indonesia region.
  7. PT Fast Retailing Indonesia has the right to determine the final decision regarding product exchanges/returns.

📝 Condition For Return & Exchange 

Below is the product category that cannot be returned/exchanged:
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*The accessory products including socks, glasses, bags, room shoes, caps, etc.

Exchange/return is acceptable for the following product conditions:

  1. The exchange/return policy here is fulfilled.
  2. Although the price tag is not attached to the product, as long as the condition of the price tag is still good, there is a receipt/invoice and the product meets the policy, the product can still be processed for exchange/return.
  3. Product received as gift, white-colored product, and discounted (value buy / limited offer) product can be returned/exchanged if it fulfilled the return/exchange policy.

About the exchange of extra sizes (XS, XXL, 3XL):

  1. Exchange from size XS, XXL, 3XL or special edition can be exchanged at store with product that is available at store that you visit (to size S-XL).
  2. Exchange to size XS, XXL, 3XL cannot be done because stores do not have the extra sizes. You can exchange it for another product that is available in the store or for online purchases you can get a refund by sending the product to the warehouse.

🔄 How to Exchange for Online & Store Purchase User-added image  

STEP1. Read the exchange policy
Please refer to the exchange policy on the back of the purchase receipt/invoice.

STEP2. Bring the original receipt (in-store purchase) or return form (online purchase)
A. For online order, please fill in the Return Form and bring this with you when you visit the store. B. For in-store purchase, please bring the purchase receipt when you visit the store.

STEP3. Visit Store
Together with your items for return, bring along your order invoice and return form or original physical receipt (received when you pay in the physical store).

STEP4. Exchange
Bring your new item at our cashier counter to process your exchange. You can exchange product (online/offline) at any UNIQLO Indonesia store.


📦 How to Return for Online Purchase User-added image  

STEP 1. Read the return policy and check list
Please check the return policy and check list on the return form

STEP 2. Fill in the Return Form returned product(s).
Fill in the item return quantity (qty) and reason code.

STEP 3. Pack & Return
Pack items to return into a box/pouch and include the return form inside the parcel.
Choose any courier company (with tracking system) and return to our warehouse at your own cost. You may refer to below address: 

Send to: UNIQLO ONLINE RETURNS
Address: Pergudangan Balrich (Gudang B), Gudang PT. Nittsu Lemo Indonesia Logistik, Jl. Raya Cakung Cilincing Pal II, RT 08/ RW 02, Kel Sukapura, Kec. Clincing, Kota Jakarta Utara , Daerah Khusus Ibukota Jakarta, 14140

STEP 4. Wait for Confirmation Email
Confirmation email will be sent maximum 2 (two) working days after warehouse receive and verify the returned product.

STEP 5. Refund
The general refund process is within 7 - 15 working days (exclude Saturday, Sunday, public holidays), depends on the payment method and each bank's policy. For further information about refund, please click the link here. 


💸 How to Get Refund After Online Return

After your returned product arrived at Warehouse, you will not receive the email for refund right away. The product will go through verification process (1 - 2 working days, exclude Saturday, Sunday, public holidays).

The refund process is depending on the payment method and the bank's policy. Generally, it will take 7-14 working days (exclude Saturday, Sunday, public holidays). For further information about refund, please click the link 
here. 

-
Refund for Credit Card, QRIS, and Gopay: The refund will be processed to your original payment. You do not need to fill in the refund form.
-
Refund for Virtual Account, COD, and Pay in Store Payments: Please fill in the refund form by the link that will be sent through email. You to submit details such as your bank account number and your registered email.


FAQs:
1. Q: Is it possible to exchange without coming to the store?

A: No. Both online and in-store purchases, exchanges can only be made by directly visiting a UNIQLO store and exchange with product that is available at the store.

2. Q: I bought 3 products, can I only exchange/return one of the products?
A: Yes, you can exchange or return partially (not all products).

3. Q: I lost the receipt; can I still exchange the product?
A: Original receipt is needed for proof of transaction. However, you can still exchange the product at the origin store (purchase store) if you have:
- EDC / Bank receipt
- Purchase history at the app

4. Q: Is it possible to exchange size from XL to XL to 3XL?
A: No, because the size 3XL as well as XXL and XS are not available in the store, while the exchange can only be done with the existing stock in the store.

*For online order, you can send it to the warehouse for refund and you can create a new order the product in the size that you want.

5. Q: What kind of Bra that can be exchanged/returned?
A: Only Bra Top can be exchanged/returned if it meets the policy.

*for Wireless Bra (3D Hold, Stretch Lace, Relax) and GIRLS AIRism Bra CANNOT be exchanged/returned.

6. Q: If there any additional fee if I want to exchange promotion product after the promotion period is over?
A: There will be no additional price if you want to exchange to the same product. However, if you exchange to other product, the based price is the product price that is paid. You may confirm to the store staff for the product information. This also applied for the exchange of Sale product.

7. Q: The price nominal on the price tag was cut off due to it was given as a gift, can it still be processed for exchange/return?
A: If it is only the price nominal that is cut off, the condition of the price tag is still good and other policy is fulfilled, then the product can still be processed for exchange/return. You may refer below for the example of price tag condition:
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8. Q: The price tag is no longer attached to the product, can it still be exchanged?
A: Yes, if the condition of the price tag is still good and meets the policy, the product can still be processed for exchange.

9. Q: For online orders, do I have to send/bring the box/card for return/exchange?
A: No, you DO NOT NEED to send/bring the UNIQLO box/cardboard.
  • To return the product to the warehouse, you can use a cardboard box or other packaging. Please ensure that the product arrives at the warehouse safely.
  • For product exchange at the store, you can directly bring the product along with price tag and the invoice.
10. Q: I bought 2 (two) products online and want to return 1 (one) product and the other 1 (one) I want to exchange. How can I do this since there is only one invoice?
A: You can use the “Invoice” section for exchange at the store and use the “Return Form” section for returning the product to the warehouse.

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